Supporting Customers and Semiconductor Production Equipment On-Site
What is the Work of TEL’s Field Engineers?

One of the great things is being able to visit various places. Since we often visit many locations both in Japan and overseas, we meet a lot of people inside and outside the company. Each region has its unique characteristics, and even among TEL Group field engineers, the way we approach work can differ. Every time we go to a different site, there is something new to learn.

I have been in the semiconductor industry for nearly 20 years and working as a field engineer at TEL Group for eight years. Even for me working for many years in the industry, there are still so many new things to discover. That keeps the work fresh and interesting - it never gets boring. I think that’s one of the most attractive points about this job.

It truly is an environment full of learning opportunities. My motto is “try anything first.” We also have chances to be involved in establishing new sites, so there are many opportunities. As the semiconductor industry leads cutting-edge technology, we feel the joy of contributing to Japan’s future.

We feel a strong sense of accomplishment when our proposals are chosen over competitors and new equipment is introduced. After installation, keeping the equipment well-maintained is important because it affects our customers' processes. There are many engineers with decades of experience behind us, so if any issues arise, we can solve them as a team, which gives us greater confidence.

When customers say, "We choose TEL’s equipment because the frontline support is great," it truly gives us motivation as field engineers.

Only field engineers can actually visit the site and see the equipment firsthand. Because we act as a bridge between the customer and TEL, we receive gratitude from both sides when problems are resolved. Of course, if things don’t go well, we sometimes hear tough feedback from both sides (laughs).

Gratitude from customers is a big motivation for us. As a team leader, I also find great joy in reaching sales targets after successfully improving customer satisfaction.

We must provide accurate answers quickly. For example, when we’re called to a site due to a problem, customers want to know as soon as possible when the equipment will be working again. However, if the cause and time needed to fix it are unclear, giving a quick but vague answer might cause more trouble. Finding the right balance between speed and accuracy in delivering information is a constant challenge.

Even on-site, we have to decide case by case whether to restore equipment immediately with a temporary fix or carefully investigate the root cause of a possible hidden issue. We always want to achieve the best outcome for our customers, but that decision can be tough.

We focus on responding quickly with an initial answer to ease our customers' concerns. Even just explaining the current situation clearly within what we know and sharing a deadline for a detailed response can help reassure them. We also believe that improving the accuracy of our situation assessments is essential to providing precise answers.

As field engineers, we see ourselves as the "doctors" of the equipment. Because of this, we must take responsibility for every word we say. This accuracy is key to building trust with our customers.

At the same time, keeping to the schedule is also very important. In large projects like factory startups, processes don’t always go as planned. But if our part falls behind, it can affect the later stages. In such situations, our coordination skills, and acting as a bridge between the customer and the field engineers really come into play.

For example, on sites where multiple contractors are working simultaneously, safety standards may differ. As field engineers of the TEL Group, we always follow strict safety standards no matter what the situation. Maintaining accuracy and safety in our work is a crucial part of our responsibility.

As a leading company in the semiconductor industry, it’s exciting to work with cutting-edge technology. Imagining that the technology we’re involved with will one day become products used worldwide really motivates us.

Even though we work closely with the latest technology, we still often find ourselves amazed by how fast technology advances.

I chose to work at TEL Group because it has a global presence with offices worldwide. I have been fortunate to experience the excitement of business trips abroad and competing with overseas competitors. Many field engineers have a global mindset, and I believe this environment is ideal for them. If the opportunity arises, you might even get involved in launching new sites.

I also take pride in working for TEL as one of the top global leading companies. Every day, I approach my work with the determination to outperform other manufacturers.

Moving forward, I want to use this environment to deepen my expertise and become a field engineer who can always provide clear and accurate explanations. Doing so will help our customers gain deeper understanding, enabling more meaningful conversations and proposals, and expanding the ways we can contribute.

I also aim to shift from having broad but superficial knowledge to deep and specialized expertise, becoming a field engineer who can handle any situation. We plan to advance digital transformation (DX) for routine tasks so that we can focus more on activities on-site.

That’s a great point. Visiting the site is truly a privilege unique to field engineers. Being close to our customers, including the hands-on, sometimes gritty work, is where TEL’s true value and our unique strengths shine.

It’s also one of TEL’s strengths that people like Hayakawa-san, who has spent a long time on site, take on leader or management roles. I will also continue to sincerely listen to our customers’ needs and work hard, even when the job gets tough.

If you’re interested in work related to semiconductors or engineering but aren’t sure which role suits you, I highly recommend becoming a field engineer at TEL. We have solid training programs and a wide range of work, so you can find the path that fits you best. If you’re interested, let’s work together.

TEL Group has a reputation for providing excellent training programs. Also, if you like staying active and moving around, this role is a great fit. Sometimes you’ll face tough, long-lasting troubleshooting on site, but the sense of achievement you get far outweighs the challenges!